Evaluating car centre service quality with modified Kano model based on the first-time buyer’s age

Modified Kano models, proposed by Prof. Matzler and Hinterhuber, are mostly applied to the qualitative analysis of performance indicators, but have not been used to validate the theoretical hypothesis of customer’s quantitative studies. In this study, regression analysis has been used to analyse the...

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Autores principales:	Yen Hsun Chen, Ying Liang Chou, Chung Lin Tsai, Han Chao Chang
Formato:	article
Lenguaje:	EN
Publicado:	Taylor & Francis Group 2018
Materias:	car service service quality kano model servqual age quantitative studies Business HF5001-6182 Management. Industrial management HD28-70
Acceso en línea:	https://doaj.org/article/28ff00ce22504437bd7267c0ad4a37a8
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spelling	oai:doaj.org-article:28ff00ce22504437bd7267c0ad4a37a82021-12-02T10:44:30ZEvaluating car centre service quality with modified Kano model based on the first-time buyer’s age2331-197510.1080/23311975.2018.1441593https://doaj.org/article/28ff00ce22504437bd7267c0ad4a37a82018-01-01T00:00:00Zhttp://dx.doi.org/10.1080/23311975.2018.1441593https://doaj.org/toc/2331-1975Modified Kano models, proposed by Prof. Matzler and Hinterhuber, are mostly applied to the qualitative analysis of performance indicators, but have not been used to validate the theoretical hypothesis of customer’s quantitative studies. In this study, regression analysis has been used to analyse the correlation between service quality (by SERVQUAL) and customer loyalty in car service centres, and then quality ingredients of modified Kano model have been encoded to determine whether the statistical values accorded with F-distribution and Scheffe’s post hoc analysis were used to confirm the Kano model’s possibilities in quantitative research. The results of regression analysis show that different aged customers have different views on loyalty, each factor of the SERVQUAL scale has a significant relevance on customer loyalty in the >30-year-old group. However, in the <30 group, there is no significant correlation between responsiveness and customer loyalty. The F-test results show that there are significant differences in SERVQUAL’s tangibles, reliability and empathy factors. Scheffe’s post hoc analysis shows the significance in these three factors. Therefore, this study confirms that the Kano model also can verify the hypothesis of quantitative research and test research models after summarising and encoding the quality elements of the question items contained in effective questionnaires.Yen Hsun ChenYing Liang ChouChung Lin TsaiHan Chao ChangTaylor & Francis Grouparticlecar serviceservice qualitykano modelservqualagequantitative studiesBusinessHF5001-6182Management. Industrial managementHD28-70ENCogent Business & Management, Vol 5, Iss 1 (2018)
institution	DOAJ
collection	DOAJ
language	EN
topic	car service service quality kano model servqual age quantitative studies Business HF5001-6182 Management. Industrial management HD28-70
spellingShingle	car service service quality kano model servqual age quantitative studies Business HF5001-6182 Management. Industrial management HD28-70 Yen Hsun Chen Ying Liang Chou Chung Lin Tsai Han Chao Chang Evaluating car centre service quality with modified Kano model based on the first-time buyer’s age
description	Modified Kano models, proposed by Prof. Matzler and Hinterhuber, are mostly applied to the qualitative analysis of performance indicators, but have not been used to validate the theoretical hypothesis of customer’s quantitative studies. In this study, regression analysis has been used to analyse the correlation between service quality (by SERVQUAL) and customer loyalty in car service centres, and then quality ingredients of modified Kano model have been encoded to determine whether the statistical values accorded with F-distribution and Scheffe’s post hoc analysis were used to confirm the Kano model’s possibilities in quantitative research. The results of regression analysis show that different aged customers have different views on loyalty, each factor of the SERVQUAL scale has a significant relevance on customer loyalty in the >30-year-old group. However, in the <30 group, there is no significant correlation between responsiveness and customer loyalty. The F-test results show that there are significant differences in SERVQUAL’s tangibles, reliability and empathy factors. Scheffe’s post hoc analysis shows the significance in these three factors. Therefore, this study confirms that the Kano model also can verify the hypothesis of quantitative research and test research models after summarising and encoding the quality elements of the question items contained in effective questionnaires.
format	article
author	Yen Hsun Chen Ying Liang Chou Chung Lin Tsai Han Chao Chang
author_facet	Yen Hsun Chen Ying Liang Chou Chung Lin Tsai Han Chao Chang
author_sort	Yen Hsun Chen
title	Evaluating car centre service quality with modified Kano model based on the first-time buyer’s age
title_short	Evaluating car centre service quality with modified Kano model based on the first-time buyer’s age
title_full	Evaluating car centre service quality with modified Kano model based on the first-time buyer’s age
title_fullStr	Evaluating car centre service quality with modified Kano model based on the first-time buyer’s age
title_full_unstemmed	Evaluating car centre service quality with modified Kano model based on the first-time buyer’s age
title_sort	evaluating car centre service quality with modified kano model based on the first-time buyer’s age
publisher	Taylor & Francis Group
publishDate	2018
url	https://doaj.org/article/28ff00ce22504437bd7267c0ad4a37a8
work_keys_str_mv	AT yenhsunchen evaluatingcarcentreservicequalitywithmodifiedkanomodelbasedonthefirsttimebuyersage AT yingliangchou evaluatingcarcentreservicequalitywithmodifiedkanomodelbasedonthefirsttimebuyersage AT chunglintsai evaluatingcarcentreservicequalitywithmodifiedkanomodelbasedonthefirsttimebuyersage AT hanchaochang evaluatingcarcentreservicequalitywithmodifiedkanomodelbasedonthefirsttimebuyersage
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Evaluating car centre service quality with modified Kano model based on the first-time buyer’s age

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